Business ProfileforRay Brothers Barbeque

Everytime I try to call and place an order can never get through. So last Friday I dove there to place my oder and waited for my food. When I got home I was short a judges chicken and one of my sides was half way filled compared to every other one. I called and left a message but never heard back so I messed them on Facebook. Someone told me that I would receive a phone call back but it's almost a week later with no call. I messaged them again and they read my message but never responded. Terrible customer service and bad business practice to just stop answering your phones when the answering service says to keep trying to call back. If you guys are done taking orders over the phone let your customers know!

Dear ****, Let me start by apologizing for your sub-par experience. Here at RBQ, our #1 goal is to provide the best possible BBQ as well as experience we can. Obviously we fell short for you. It has been brought to my attention that you have spoken to our office manager and she was able to get you a full refund for your food. While I know that this doesn't solve the problem you have alluded to, I would like to elaborate on our current situation... Since the pandemic, our togo business has changed drastically. While this has been a blessing during the times when we were not allowed guests in the restaurant, it has created more issues for us and our particular style of restaurant. The trickiest part for us is now that guests are back and we are back at full capacity we need to curtail our togo business when we have people here at the restaurant waiting to be seated. We simply cannot make enough food to handle both dine-in and togo business on every weekend day. So this is when we have to stop answering the phones. We do our best to make sure our voicemail is updated to let our call-in guests know when we are done taking orders. We are also slightly short staffed, so sometimes we are unable to have someone available to answer the phones at all times during service. I'm sure you can sympathize on the matter of finding employees during these crazy times. While we are not the type to make excuses, we are trying to be transparent with you so you can hopefully understand how your experience came to fruition. All this being said, I have discussed the issue with our managers as well as looked into a better phone system that should hopefully do away with the problem. We certainly appreciate your enthusiasm to bring this to our attention and would like you to know we are sorry and will be working to rectify the issue so it doesn't happen again. Thank you for your patience while we look for the best way to do so. Cheers, Tucker Ray